Job Details

Job ID
Job Title
Service & Incident Analyst
Position Type
Business Brand
PFG Corporate Services
GW Technology Operations
Up to £35,000 +Bonus +Benefits
About Us

About Us

PFG is a leading specialist bank for the millions of people in the UK who are not well served by mainstream lenders. As a business, our purpose is to help put people on a path to a better everyday life with our clear and responsible approach to lending; an approach built on over 141 years of experience.

PFG is a unified group made up of three brands: Vanquis (cards and loans), Moneybarn (vehicle finance) and Sunflower (loans). While they all offer different products and services, they each share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with real and varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.

About the Role
About the Role

In this role you will manage service incidents and problems with a view to restoring normal service as quickly as possible to minimise the impact to the business. You will drive the activities required to identify and implement appropriate work arounds to restore service, investigations and analysis to discover root cause. You will ensure the best possible levels of service quality and availability are maintained. You will provide support to Service Delivery Managers and undertake analysis of incidents to implement solutions to reduce volumes overall. You will also work with operational resolver groups to prevent incidents through pro-active management activities.

This role will based in our Bradford Head Office and hybrid working is available.

This is a fantastic opportunity to join a small, dynamic team principally supporting an emerging FinTech start-up, with the opportunity to experience other disciplines within Service Management and develop and grow within the Service Management sphere.

Key Responsibilities

You will be responsible for prioritising and diagnosing service issues whilst adopting, embracing and championing an Agile approach to the ways of working within the team and out into the wider department.
  • Have a solid working knowledge of ITIL, Incident and Problem Management processes and continual service improvement. Demonstrate SME-level knowledge of Incident Management, Problem Management, SLA management & reporting and Service analysis
  • Chair incident recovery meetings and ensure participation from relevant stakeholders
  • Provide regular and timely feedback to team members and resolver groups
  • Engage and lead the relevant support groups required to resolve incidents and problems to restore service as quickly as possible
  • Drive activities in the Service Improvement Plan for incidents, problems and service overall
  • Liaise with 3rd party suppliers in the resolution of incidents.
  • Drive Root Cause Analysis with technical experts and Service Delivery Managers
  • Provide all necessary service reports (internal and business stakeholder) ensuring they are delivered to deadlines
Skills and Experience
About You

We would like you to have skills and experience in some of the following:
  • Previous experience as an incident and/or problem Analyst/ Manager with experience of major incident management and continual Service Improvement.
  • Ideally have worked within the a financial or large scale enterprise environment.
  • Strong communication skills and the ability to communicate with people at all levels in an organisation
  • Ability to influence and challenge constructively, particularly at senior level
  • Able to work under own initiative
  • Strong ITIL knowledge or experience
  • Understanding of technical principals
  • Strong relationship management
  • ITIL Practitioner incident and/or problem management

The Benefits

The satisfaction of working for a successful and ethical business who are here to help people is a big benefit of joining us, but it is not the only one. We will invest in your development, giving you the support and training to become better and better at your job. We take the work/life balance seriously, with plenty of flexible working options. Working in a bright and refreshingly relaxed environment, you will find your opinions are valued and listened to.

On top of all this, we will give you a package including:
  • Competitive base salary and rewards
  • Discretionary bonus scheme
  • 25 days annual leave entitlement (increasing with length of service)
  • Pension Scheme
  • Extensive opportunities for personal and career development
  • Flexible and dynamic working policies

Inclusion & Diversity Statement

We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we are here in the first place: to help put people on a path to a better everyday life.

We are an equal opportunities employer and we want people to join us no matter how they identify, their sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

We want to attract and retain the best people. So, we make sure that, if people need it, they are given all the extra support and reasonable adjustments to take part in any part of our application or interview process. We have also got lots of colleagues who choose to work flexibly, so please feel free to talk to us about how you prefer to work at any time.

We think that if you can Be Yourself in the workplace, you will do your best work and enjoy being part of the team and as a business we get to benefit from that and to celebrate all the wonderful things that diversity brings.